Global IT Service Desk Specialist

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Company / Department:   BCAG / Global Service Desk

Function (Title):     Global IT Service Desk Specialist

Superior (Title):     Global IT Service Desk Operation Coordinator

Main Tasks:

• Processing of Incident, Problems, Change and IT request (1st and 2nd level support)
• Provide immediate, high urgency support thru hotline, ticket and mail to all users of the global organization
• Ensure prompt resolution of equipment issues through efficient troubleshooting, thorough product knowledge, and proper escalation and communication
• Installs, configures and upgrades operating systems and software, using standard business and administrative packages
• Installs, assembles and configures computers, monitors, network infrastructure and peripherals such as printers, scanners and related hardware; pulls cables and rewires or directs the rewiring of cables as required for new installations and office reconfiguration
• Troubleshoots problems with computer systems and related client business service, including troubleshooting hardware and software, e-mail, network and peripheral equipment problems, coordinate supplier if required
• Responsible for compliance to all IT policies and procedures regarding documentation, labeling, asset tracking and quality assurance
• Performs Active Directory & Exchange Messaging tasks using Active Directory and Exchange Management Consoles
• Works closely with backend engineers, application engineers and venue operations staff to assess needs and deliver the required support
• Carry out equipment installations at office locations, following established procedures to deliver consistent reliable end-user work environments
• Maintain a digital operations knowledge base, vendor contacts and other critical information
• Maintain the global client security level among all system like Antivirus, Encryption, Windows security update
• Work in global IT projects between with teams within IT and business units

Education/Experience:

• 2 years+ of demonstrated progressive technical experience in a similar role within an IT Services team or department
• Experience working with ticket tool and Incident, Problem and Change Management processes (ITIL)
• Extensive knowledge of Windows is required; Android and iOS operating systems experience is highly preferred
• Experience performing Microsoft Active Directory, AD Domains and Exchange System Management tasks
• Experience with Windows 10, Windows 7, Microsoft O365, SCCM, Intune, VMware applications is required

Language Skills:

• Fluency in English
• Mother tongue in Chinese (Mandarin)

Special Requirements:

• Willingness for intercontinental travels and working in flexible hours as needed
• High quality mindset paired with strong customer orientation, critical thinking and attention to detail
• Comfort with collaboration, open communication and reaching across functional borders
• Experience to work in an international organization and collaborate with intercontinental cultures

Burckhardt Compression creates leading compression solutions for a sustainable energy future and the long-term success of its customers. The Group is the only global manufacturer that covers a full range of reciprocating compressor technologies and services. Since 1844, its passionate, customer-oriented and solution-driven workforce has set the benchmark in the gas compression industry.